Room Service Manager

Room Service Manager

To produce an outstanding guest experience within the Room Service and in-room-dining concepts by managing a service team in cooperation with the culinary team. The Room Service Manager provides a courteous professional and efficient service in accordance with the outlet hotel and Kempinski standards, driving sales and maximising profit.

Reports to Head of Department / Assistant Head of Department. Responsible for Assistant Room Service Manager, Room Service Order Takers, Room Service Waiters, Waitresses, Minibar Attendants.

Responsibilities

• Set an example by reporting to duty punctually wearing business attire according to the hotels dress code amp Kempinski grooming standards maintaining a high standard of personal appearance and hygiene at all times
• Provide a professional and courteous service at all times and ensure that all employees of the Room Service outlet follow the example
• Ensure that the place of work and surrounding area is kept clean and organised at all times
• Execute and demand the team to execute the highest level of service and set‑up standards at all times
• Be knowledgeable of all services and products offered by the hotel
• Set an example in terms of service and product knowledge
• Actively participate in Room Service menu design in cooperation with the Culinary Team Bar Manager and Chef Sommelier Sommelier
• Organise tastings of new Room Service menus for Room Service employees
• Perform up selling for all items offered by the department assigned as well as offering alternatives
• Be knowledgeable to operate the existing POS system based on the trained responsibility level as assigned in the department
• Produce reports and analysis of the outlet and present report in the monthly performance meeting
• Lead the Room Service Outlet efficiently in cost and expenses constantly delivering the highest quality as well as driving high top line revenue and profit
• Assist in preparation of the Room Service budget
• Assist the Culinary Team with the planning of the amenities
• Execute the distribution of the amenities as the per the amenity plan
• Handle the Minibar operations as per hotel s standards
• Conduct monthly inventory of operating supplies and equipment together with the Stewarding Department
• Obtain an account for the correct settlement of all sales and be overall responsible for outlet floats when and as required
• Identify errors and correct them as required during set‑up service and breakdown of operations
• Implement a flexible work schedule based on business patterns
• Establish a pool of qualified and trained full and part time employees in conjunction with the hotel s People Services Department
• Ensure an effective payroll control through a flexible work force maximizing the utilization of part time employees and closely cooperating with other Food amp Beverage departments
• Monitor operating supplies equipment and reduce spoilage and wastage successfully
• Attend and contribute to all staff meetings departmental trainings and hotel initiated trainings
• Attend daily or weekly meetings with the kitchen team and fostering team work to constantly develop the Room Service for more success
• Attend all required trainings as described by the department
• Conduct daily pre‑shift meetings to employees on preparation guest profile service and special requirements
• Report incidents requiring disciplinary actions immediately to the Head of Department
• Prepare and review all departmental operations manual updates annually in accordance with the Assistant Head of Department
• Support all activities and cooperation with the suppliers
• Monitor and constantly improve quality and guest satisfaction of the outlet with the given tools Leading Quality Assurance Customer Satisfaction Survey
• Organise all required outlet specific trainings as described by the department
• Undertake reasonable tasks and secondary duties as appointed by the Head of Department
• Respond to any changes in the department as dictated by the hotel management
• Handle guest enquiries and complaints in a courteous and efficient manner and report to Head of Department Assistant Head of Department ensuring that the follow up is performed with the guest
• Ensure that the opening and closing procedures established for the outlet are followed
• Act as Food amp Beverage Duty Manager during the absence of the Food amp Beverage Head of Department and Assistant Head of Department
• Assign responsibilities to subordinates implementing a multi-tasking principle and check their performance periodically

Qualifications

• BA/BSc in Hospitality Management or related field, preferably from